On Thursday, 30th January 2014 at 1 pm GMT, injixo will present the free webinar “Seven Strategies to Improve Adherence and Attendance” on callcentrehelper.com. Participants in this interactive online session will learn how to deploy a focused seven-step programme to improve attendance and schedule adherence in a call centre - from the very first definition of what the adherence problems actually are, and what impact that lack of schedule adherence has on the call centre, to addressing and managing those problems to improve efficiency, and the tools that can be used to support and achieve defined adherence goals.

One of the toughest jobs related to workforce management may not be the intricate calculations of forecasting, or the numerous iterations to determine the best schedule combination. The hardest part may occur after the schedules are in place, i.e. simply ensuring there are frontline staff available when and where they are required. Some contact centres are much more successful than others at this attendance and adherence dilemma. So how do you get staff to show up for work on Mondays and stick to their planned break times? In this session, the panellists Jonty Pearce, editor at Call Centre Helper; Penny Reynolds from The Call Center School, and Chris Dealy and Dean Couchman, both from injixo, will explain how to quantify the service and cost implications of missing staff. They will identify options for setting adherence performance goals and ways to communicate and sell those goals to staff. As this is an interactive webinar, the audience will also be able to participate in the discussion, share tips, post questions and comments in a live web chat and vote in polls.